Selecting the right CCaaS platform is critical for your call center's success. TrueNorth Advisory Group emphasizes focusing on three key areas: cost-effectiveness, smooth transition from old systems, and leveraging AI for scalability. We're here to guide you through this complex decision.

Get ready for the coziest innovation in call centers: Pumpkin Spice Latte Flavored Agents! Spice up your recruitment, onboard with a hint of nutmeg, and foam—ahem, form—lasting customer connections. But seriously, beyond the froth, what your call center really needs is a blend of fair wages, supportive management, and realistic KPIs. TrueNorth Advisory Group can help you find that perfect blend. 🍂☕ #PumpkinSpice #CallCenterInnovation

Are pizza and cake the secret weapons for retaining call center agents? In our latest blog, we humorously explore how managers sometimes use these treats as motivational tools. But spoiler alert: While these goodies may offer short-term delight, nothing says 'We value you' like fair wages.

In today's business landscape, selective hiring is often viewed as a pathway to optimize workforce performance. However, it can also be fraught with legal pitfalls, from unintentional discrimination to the slippery slope of "cultural fit." TrueNorth Advisory Group's latest blog offers invaluable insights into navigating the complexities of selective hiring while adhering to legal guidelines. Learn how to standardize interview questions, the importance of diverse hiring panels, and why consultation with legal professionals is crucial for avoiding costly litigation. Trust us to guide you through compliant and effective hiring practices.

Ever wondered if Erlang plugins or a Workforce Manager are the right fit for your call center? In this blog, we weigh the pros and cons of both, likening them to DIY superheroes and seasoned pirate captains. Spoiler: The best solution may be a harmonious blend of both. Ready for trust falls?

Navigating the maze of modern contact centers is a complex affair, demanding a nuanced understanding of people and processes. TrueNorth Advisory Group shines a light on this landscape, employing a multi-phased approach to elevate your contact center's performance.

We begin with a meticulous baseline study, engaging key stakeholders to compile data on your current operations. This sets the stage for our expert team to zero in on specific roles, such as agents and supervisors, identifying areas ripe for efficiency improvements.

Armed with insights, we then formulate tailored strategies that include not only actionable steps and timelines but also potential partnerships with Business Process Outsourcing (BPO) entities for scalable solutions.

Trust TrueNorth Advisory Group to guide you through the intricacies of achieving operational excellence in your contact center, thereby enhancing both customer and agent experiences.

Professional and career development advice scored from coaching youth sports. A great read from Troy Stevenson

Does No Rules Rules work in the call center?